Zappos CEO Tedindia Talk 5-11-09

8/7/2019 Zappos CEO Tedindia Talk 5-11-09

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Delivering HappinessTony Hsieh [email protected]

twitter.com/zappos

TEDIndia

November 5, 2009


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Slide 2

Clothing


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Slide 3

Customer Service


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Slide 4

Culture


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Slide 5

Delivering Happiness(customers and employees)

People may not remember exactly what you

did or what you said, but they will always

remember how you made them feel.


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Slide 6

Building Great


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Slide 7

VISIONWhatever youre thinking, think bigger.

Does the vision have meaning?

Chase the vision, not the money


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Slide 8

VISION

Dont chase the paper,

chase the dream.

Sean Combs aka Puff Daddy to rapper

Biggie Smalls aka Notorious B.I.G.

in Notorious


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Slide 9

ENTREPRENEURS:

What would you bepassionate about doing

for 10 years even if you

never made a dime?


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Slide 10

EMPLOYEES:

Whats the larger visionand greater purpose in

their work beyond

money or profits?


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Slide 11

CULTURECommittable Core Values


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Slide 12

Zappos Core Values

1. Deliver WOW Through Service

2. Embrace and Drive Change

3. Create Fun and a Little Weirdness

4. Be Adventurous, Creative, and Open-Minded

5. Pursue Growth and Learning

6. Build Open and Honest Relationships With Communication7. Build a Positive Team and Family Spirit

8. Do More with Less

9. Be Passionate and Determined

10. Be Humble


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Slide 13

It doesnt matter what yourcore values are as long as

you commit to them.

ALIGNMENT


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Slide 14

MOTIVATION

vs.

INSPIRATION


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Slide 15

Vision & Culture

CAN INSPIRE

Passion & Purpose


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Slide 16

Evolution of Zappos Brand

Transcends shoes & service

1999 Selection

2003 Customer Service

2005 Culture and core values as our platform

2007 Personal Emotional Connection

2009 Delivering Happiness


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TAKE A STEP BACK

What is your goal in life?


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Slide 18

WHAT IS YOUR GOAL IN LIFE?

Grow

Company

Get a Great

Job

Boyfriend /

GirlfriendBe Healthy

Retire Early Make MoneyFind Soul

MateRun Faster

Spend Time

w/ FamilyBuy A Home Get Married

Run A

Marathon

why? why? why? why?

why? why? why? why?

HAPPINESS

why? why? why? why?


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Slide 19

RESEARCH HAS SHOWN:

HAPPINESSPeople are very bad at predicting whatwill bring them sustained happiness.

When I get ___, I will be happy.

When I achieve ___, I will be happy.


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Slide 20

HAPPINESS:

There is a SCIENCE behind many aspects of business including:

conversion

psychology of buying

direct marketing

customer acquisition metrics

repeat customer behavior, etc.

What if you spent just 10% of your time studying and learning the

SCIENCE ofHAPPINESS?

How much HAPPIER could you be?


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Slide 21

WHAT IS YOUR GOAL IN LIFE?

Grow

Company

Get a Great

Job

Boyfriend /

Girlfriend

Be Healthy

Retire Early Make MoneyFind Soul

MateRun Faster

Spend Time

w/ FamilyBuy A Home Get Married

Run A

Marathon

why? why? why? why?

why? why? why? why?

HAPPINESS

why? why? why? why?


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A Few Different Frameworksof

HAPPINESS


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Slide 23

Perceived Control

Perceived Progress

Connectedness

Vision / Meaning(Being part of something bigger than yourself)


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Slide 24

Maslows Hierarchy:


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Slide 25

Pleasure / Rock Star

(Chasing the next high)

Passion / Flow(Engagement time flies)

Higher Purpose / Meaning(Being part of something bigger than yourself)

3 TYPES OF HAPPINESS

time

time

time


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Slide 26

GREAT BUSINESS

Profits

Passion

Purpose


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Slide 27

Pleasure

Passion

Purpose

HAPPINESS

time

time

time

GREAT BUSINESS

Profits

Passion

Purpose


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Slide 28

Email [email protected] for:

A copy of this presentation

FREE culture book

(need physical mailing address)


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Slide 29

What % of your time do you

want to spend learning about

the SCIENCE of HAPPINESS?

How can the SCIENCE of HAPPINESS help

your business, your brand, and yourself?


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Slide 30

If the research shows that

vision / meaning / higher purpose

leads to happiness

What is your companys higher purpose?

What is your higher purpose?


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Delivering HAPPINESS


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Delivering Happiness

Tony Hsieh [email protected]

twitter.com/zappos

TEDIndia

November 5, 2009


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Documents

Zappos CEO Tedindia Talk 5-11-09